Commercial Retention Advisor

About the Role

OUTsurance, a prominent player in the South African insurance landscape, is seeking dedicated individuals to join their team as Commercial Retention Advisors. This role is pivotal in ensuring the continued success and growth of the company by fostering strong relationships with existing clients. The core of this position involves engaging with clients, particularly during critical junctures, to address their concerns and reaffirm the value of remaining with OUTsurance. It's about more than just preventing churn; it's about cultivating loyalty and ensuring clients feel valued as part of the OUTsurance family.

The ideal candidate will be adept at navigating complex client interactions, handling queries and complaints with a high degree of professionalism, efficiency, and competence. Adherence to established quality standards and the core values of OUTsurance – which include Awesome Service, Dynamic, Honest, Human, Passionate, and Recognition – is paramount. This opportunity is suited for individuals who thrive in a fast-paced environment and are driven by a passion for excellent customer service and retaining business.

As a Commercial Retention Advisor, your primary responsibility will be to engage with clients to prevent them from leaving OUTsurance. This involves proactive communication and responsive action to client needs. Key duties will include:

• Initiating and conducting crucial conversations with clients to understand their needs and concerns.
• Developing strategies and implementing actions to retain clients and minimise attrition.
• Professionally addressing and resolving client queries, issues, and complaints across all levels of complexity.
• Ensuring all client interactions are conducted in accordance with OUTsurance's established quality standards and company values.
• Maintaining a deep understanding of OUTsurance's products and services to effectively communicate their benefits to clients.
• Contributing to a positive client experience that reinforces their decision to stay with the company.
• Collaborating with internal teams to address client issues and improve service delivery.
• Keeping accurate records of client interactions and resolutions.

What They're Looking For

OUTsurance is looking for resilient, driven, and client-focused individuals who possess a strong sales acumen and a genuine passion for customer service. A proven track record in client retention or a related sales-oriented role is essential. The ideal candidate will demonstrate:

• **Essential Experience:**
• A minimum of two years' experience in client care or a client retention capacity.
• Previous experience within a call centre environment, ideally in sales or retention.
• Extensive sales experience is a firm requirement.
• FAIS accreditation is mandatory for this role.
• **Key Competencies and Attributes:**
• A strong orientation towards sales and/or client service.
• Meticulous attention to detail and a commitment to quality.
• Resilience and the ability to perform effectively under pressure.
• A deadline-driven and results-oriented approach, with high work standards.
• Proactive initiative and a capacity for independent work.
• Enthusiasm and passion for their work and the company.
• Effective planning and organisational skills.
• A collaborative spirit and ability to work well within a team.
• Strong problem-solving and decision-making abilities.
• Adaptability and flexibility in a dynamic environment.
• A high degree of integrity and honesty.
• Tolerance for stress and the ability to manage demanding situations.
• **Skills:**
• Proficient selling skills.
• Excellent interpersonal and communication abilities.
• Negotiation and influencing skills.
• Competent keyboard and administrative skills.
• Practical learning aptitude.
• **Educational Requirements:**
• A minimum Matriculation qualification or an equivalent educational standard.
• **Personal Alignment:**
• The ability to align personal work values with OUTsurance's core values.

This role offers a fantastic opportunity to grow within a reputable financial services provider that has consistently been recognised as a Top Employer. South African insurance retention roles can vary significantly in remuneration based on experience and the specific complexity of the client portfolio, but generally, advisors in this field with proven success can expect competitive salaries and potential performance-based incentives. Employers like OUTsurance often provide robust training and development programmes, offering clear career progression paths within the sales and client service divisions.

• Minimum Matric qualification or equivalent qualification
• 2 years Client Care or Retention experience
• FAIS accreditation is essential
• Applicants that have been working in the financial services industry prior to December 2010, preference will be given to applicants with their FAIS Regulatory Exams (RE1) completed. Applicants without prior financial advice experience will not be prejudiced